Building realism in our delivery

Fujitsu has redesigned its business over the past 5 years to make sure we don’t let the IT services we deliver become disconnected from the experience our clients are trying to deliver to their customers.

Our Sense and Respond® philosophy aligns measures of success with what really matters to our clients in their business – which could be anything from getting passengers on planes to putting tins of baked beans on the supermarket shelf.

It is an approach to service design and delivery that does not stop when the service starts, it drives ongoing continuous improvement.

We constantly ‘Sense’ what is important to our client, their users and end customers, and we ‘Respond’ by adapting our service to meet their needs.

And the results speak for themselves, Vodafone for example have had a 20% reduction in their IT support calls, and a 30% increase in first time fixes. They have benefited from reduced operational costs and greater productivity, therefore providing a more efficient service to customers which was reflected in higher customer satisfaction.